Last ACD Agent Cannot Logout if calls queued in Path

[dapperdan87]

Mitel 3300, Version 6.
Hi there. I would imagine this is typical and by design: If there are calls queued against an ACD path then the last agent is unable to log out of the path until those calls are cleared. I've tested this briefly in the lab and that appears to be the case.

Is there any way to change this? I have a customer who'd like to have their last agent have the ability to log out at the end of the business day even if calls remain in the path. I understand this doesn't provide for a great customer experience since if there is no overflow or interflow points the call will simply remain queued there. But is this possible? It might be simple but its certainly eluding me.

Thanks for the help.

 

[kwbMitel]

There is no way to override this

What you can do is place the Queue in DND to prevent more calls from entering.

If this occurs a few minutes before closing then the calls can be cleared and the agent can log out by quitting time.

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What's most important is that you realise ... There is no spoon.

 

[Billz66]

What happens if yous et the system option
ACD Make Last Agent Unavailable on No Answer - to yes

This should let them be auto logged out if they dont answer and the path go into unavialbale

If I never did anything I'd never done before , I'd never do anything.....

 

[dapperdan87]

kwbMitel - thanks for the info

Billz66 - what is the caller experience if the last agent auto logs out and the path becomes unavailable? will that call be stuck in the path or immediately follow the interflow?

 

[kwbMitel]

The caller will be stuck in the path if the last agent auto logs out.

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What's most important is that you realise ... There is no spoon.

 

[dapperdan87]

Thanks for the feedback guys. here is some additional information:

The agents in question are in the overflow skill for the ACD Path. ACD Agents with the primary skill are always logged in when the last overflow agent leaves. So...not sure why they shouldn't be able to log out.

 

[kwbMitel]

Nothing should prevent any agent from logging out as long as there is another agent available in the group

Overflow groups would be in a separate group and only that group would follow this criteria. i.e. Last agent in overflow group cannot log out as long as call is queued

This would be the first time that I've heard of a scenario where an overflow group is affected this way but it does not surprise me.

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What's most important is that you realise ... There is no spoon.